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30.
(p. 92)
Which of the following statements is true of the problems associated with channels of
communication?
31.
(p. 92)
_____ occurs when a customer converts messages received into familiar ideas by
interpreting or assigning meaning.
32.
(p. 94)
Which of the following statements best describes noise?
33.
(p. 94)
Which of the following is an element of an interpersonal communication model?
34.
(p. 94)
Which of the following is an element of the PLAN guide to effective communication?
35.
(p. 95)
Pet peeves or hot buttons are behaviors such as ____.
36.
(p. 97)
To deliver quality service effectively, a service provider must ____.
37.
(p. 98)
When something goes wrong, a service provider should ____.
38.
(p. 99)
You are a customer service provider. When the telephone rings ____.
39.
(p. 100)
Dialogue that is used to enhance relationships, show civility, and build rapport is called
____.
40.
(p. 103)
The practice of a message receiver giving back in his or her own words what he or she
believes a sender said is called ____.
41.
(p. 105)
The silent bond built between two people as a result of sharing common interests is
called ____.
42.
(p. 105)
Which of the following statements is true of feedback?
43.
(p. 107)
The response to a sender's message that allows both the sender and receiver to know
that a message was received correctly is called
44.
(p. 107)
Why is nonverbal feedback more powerful than spoken or written feedback?
45.
(p. 109)
Which of the following is most likely to lead to a communication breakdown?
46.
(p. 111)
Projecting a presence that is assured, confident and capable without appearing
aggressive or arrogant is known as your level of ____.
47.
(p. 112)
Which of the following is an example of nonassertive behavior?
48.
(p. 118)
Which of the following is most likely to cause conflict?
49.
(p. 118)
Resentment, frustration and retaliation often result when employees believe their
supervisor is ____.
50.
(p. 119)
An emotion-reducing communication strategy that helps in handling conflict is ____.
Short Answer Questions
51.
(p. 93)
What are filters?
52.
(p. 94)
Explain the PLAN acronym and its relevance to positive communication.
53.
(p. 107)
What do you mean by nonverbal feedback?
54.
(p. 108)
Why is it necessary to avoid negative communication?
55.
(p. 113)
Explain with examples the difference between assertive and aggressive behavior.
